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  • Delivering Across Sri Lanka
  • 100% Authentic Products
  • 100% Authentic Products

Return & Refund Policy

We strive to provide high-quality products and an exceptional shopping experience. This Return & Refund Policy outlines the conditions under which returns, replacements and refunds may be requested and processed.

  • Last Updated: 20 May 2026

Policy Sections

At Ceylume Luxe, customer satisfaction is important to us. We take great care to ensure that all products are delivered in excellent condition. This Return & Refund Policy explains the circumstances under which returns, replacements, and refunds may be requested.

1. Return & Refund Overview

Due to the nature of cosmetic and personal care products, we generally do not accept returns or exchanges for products that have been opened, used, or tampered with.

However, we may offer replacements or refunds in specific circumstances outlined below.

Ceylume Luxe does not offer a general money-back guarantee. Refunds are provided only where eligible under this Return & Refund Policy.

2. Eligible Return & Refund Requests

You may be eligible for a return, replacement, or refund if:

  • You received a damaged product.
  • You received an incorrect product.
  • The product was defective upon delivery.
  • The product was missing from your order.
  • The product arrived in an unusable condition.


To be eligible, you must notify us within 3 days of receiving your order.

Claims submitted after this period may not be accepted.

3. Non-Returnable Items

For health, hygiene, and safety reasons, we cannot accept returns or provide refunds for:

  • Opened or used cosmetic products.
  • Products with broken seals or removed packaging.
  • Products damaged due to misuse or improper storage.
  • Products purchased during clearance or final-sale promotions unless faulty.
  • Change-of-mind purchases.


Customised orders, special request items, pre-order items, or products specifically sourced for a customer, unless faulty, damaged, or incorrect upon delivery.

4. Reporting a Problem

If you receive a damaged, incorrect, missing, or defective item, please contact us as soon as possible within 3 days of receiving your order.

When reporting an issue, please provide:

  • Your order number.
  • A description of the issue.
  • Clear photographs of the product and packaging.
  • Any other relevant information that may assist our review.


All claims are reviewed on a case-by-case basis.

Submitting a claim does not automatically guarantee a refund, replacement, or return approval.

5. Replacement Policy

Where a claim is approved, we may, at our discretion:

  • Replace the product with the same item.
  • Provide a suitable alternative product.
  • Offer store credit.
  • Issue a refund where replacement is not possible.

6. Refund Process

Approved refunds will be processed using the original payment method whenever possible.

Refund processing times may vary depending on your payment provider, bank, or card issuer.

Please allow up to 7–14 business days for refunds to appear in your account after approval.

Refunds are only provided if the claim is eligible under this Return & Refund Policy.

7. Return Shipping

If a return is required and approved by us:

  • We will provide instructions for returning the product.
  • Returned items must be in their original condition and packaging where applicable.
  • Return shipping costs may be covered by us if the error was caused by our fulfilment process.


Unauthorised returns may not be accepted.

8. Order Cancellations

Orders may only be cancelled before they have been processed or dispatched.

Once an order has been processed or shipped, it cannot be cancelled and will be subject to the conditions outlined in this policy.

Customised orders, special request items, pre-order items, or products specifically sourced for a customer may not be cancelled once processing has started.

9. Limitation of Liability

Our liability is limited to the purchase price of the affected product. We are not responsible for indirect, incidental, or consequential damages arising from the use of our products, except where required by law.

10. Changes to This Policy

We reserve the right to update or modify this Return & Refund Policy at any time. Any changes will be published on this page with an updated revision date.

11. Contact Us

If you have any questions regarding returns, replacements or refunds, please contact us at info@ceylumeluxe.com